Client Services Manager - Personal Support Services

Client Services Manager

CBI Home Health is looking for a Client Services Manager for our Durham & Peterborough region. As a Client Services Manager, you will provide overall operational leadership to both locations, leading our team of Client Care Supervisors to engage and support front line Personal Support Workers, creating an environment that is conducive to individual and team growth. You will play a key role in ensuring our clients and their caregivers receive competent, safe care, and that we earn the trust they place in us. Your relationship with our funders will demonstrate our belief in the importance of strong relationships and our respect for meeting contract requirements. The Client Services Manager is accountable for working with our Senior Regional Director to continue to build our health care business, achieving or surpassing company targets.

PRIMARY DUTIES

As Client Services Manager, you will:

• Create a high-performance culture, leading by example, through effective hiring, onboarding, performance management and mentoring/coaching of front-line team members as well as our team of Client Care Supervisors.
• Promote and facilitate communication and collaboration among team members, within the region and with corporate support partners.

• Lead and manage the team to reach organizational goals and objectives through ongoing review of performance against targets, and problem solving to drive improvement.

• Ensure client experience meets or exceeds expectations, and ensure the team has the tools and strategies to understand and meet client goals and expectations.

• Drive operational effectiveness, including compliance with the Commission on Accreditation of Rehabilitation Facilities (CARF) and other operating processes.

• Ensure internal and external service delivery meets or exceeds expectations for key performance indicators and standards and be accountable for resolving issues as needed.

• Realize revenue through effective management of efficiencies.

• Work with key funder stakeholders, to building positive working relationships and mutual trust.

QUALIFICATIONS

To take on the role of Client Services Manager, you need:

• (Preferred but not required): Regulated health care provider designation (Registered Nurse, Registered Practical Nurse, Occupational Therapist, Physiotherapist etc.)
• Excellent understanding of the healthcare sector; knowledge of home and community care is considered an asset.
• 5-10 years of experience in supervising regulated and/or non-regulated healthcare providers in a community setting will be an asset.
• Experience in, or willingness to learn about the business of healthcare.
• Demonstrated leadership, employee development and coaching skills.
• Ability to self-manage, with a focus on goal and detail orientation.
• Proven interpersonal and communication skills.
• Ability to travel within the region and other locations as required.
• Ability to identify service gaps and build service delivery models to increase volume/referrals.
• Ability to provide best possible solutions to problems that align with policies and uphold best practices.

About CBI Health

CBI Health is Canada's largest provider of integrated community healthcare. For 50 years, we have remained committed to improving the health and enriching the lives of Canadians.

Join us at CBI Health - where your care matters.

CBI Health is committed to providing a diverse, equitable, and inclusive workplace where everyone feels safe and accepted as their authentic selves. We actively seek qualified candidates who share our commitment to equity and inclusion and contribute to the diversification of ideas and perspectives that help us innovate and provide the best possible care to our clients.

We welcome applications from all individuals regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristics that make each of us different.

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and CBI Policies on Accommodation, a request for accommodation will be accepted as part of our hiring process. Please inform your recruiter if you have any accommodation requests.

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